Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Professional Internships
Timeline
Generic

Gilberto Pazos De La Rosa

Houston,USA

Summary

Hospitality leader with 6+ years of experience in luxury hotel operations, currently Assistant Rooms Operations Manager at The St. Regis Houston. Proven success managing rooms division teams, optimizing guest satisfaction, and delivering operational excellence aligned with brand standards. Experienced at W Hotels and St. Regis properties, with a strong focus on guest-centric service and team development. Fluent in English and Spanish; passionate about creating exquisite guest experiences.

Overview

7
7
years of professional experience

Work History

Assistant Rooms Operations Manager

The St. Regis Houston
10.2023 - Current
  • Lead rooms division operations (front desk, Concierge, guest services), ensuring exceptional luxury experiences and operational excellence.
  • Lead associates to enhance performance, engagement, and career progression.
  • Monitor and improve financial performance, labor costs, and guest satisfaction scores.
  • Collaborate with cross-functional leaders to maintain seamless operations and uphold brand standards.

Front Office Lead

The St. Regis Houston
10.2021 - 10.2022
  • Supervised daily front desk operations, resolving complex guest opportunities, and supporting high standards of service.
  • Delivered training in Marriott applications to enhance team performance and knowledge.
  • Supported payroll administration and promoted a positive workplace as Atlas Champion.

Residential Concierge

The St. Regis Mexico City
10.2019 - 10.2021
  • Coordinated personalized services for residents, including dining, transportation, and event arrangements.
  • Acted as liaison between residents and external service providers, ensuring seamless communication and satisfaction.
  • Oversaw departmental invoicing and administrative tasks.

Whatever Whenever Agent

W Mexico City
06.2018 - 10.2019
  • Delivered the Whatever/Whenever promise by responding to all guest requests and in-room dining needs efficiently.
  • Served as Reservation Champion and BSA Assistant Supervisor, leading departmental initiatives and training new team members.
  • Contributed to developing and enhancing the guest experience aligned with the W brand.

Education

International Bachelor's Degree - Hospitality Business Management

UVM – GLION
12.2017

Diploma - Wine, Sommelier

Organización Nacional de Sommeliers de México
02.2018

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service

Accomplishments

  • Task Force – The Westin Memorial City, Houston, USA (2024)
  • Nominated Host of the Month (3×) for excellence in guest service at The St. Regis Houston
  • Recognized as GXP Case Champion for outstanding resolution of guest experience cases
  • Designated BSA Champion for operational leadership and support.

Languages

Spanish: Native
English: Full Professional Proficiency

Professional Internships

  • Front Desk Agent, Hotel Gran Claustre, Altafulla, Spain, September 2016 – February 2017
  • Whatever Whenever Intern, W Hotel Mexico City, Mexico City, June 2014 – December 2014

Timeline

Assistant Rooms Operations Manager

The St. Regis Houston
10.2023 - Current

Front Office Lead

The St. Regis Houston
10.2021 - 10.2022

Residential Concierge

The St. Regis Mexico City
10.2019 - 10.2021

Whatever Whenever Agent

W Mexico City
06.2018 - 10.2019

Diploma - Wine, Sommelier

Organización Nacional de Sommeliers de México

International Bachelor's Degree - Hospitality Business Management

UVM – GLION

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Gilberto Pazos De La Rosa